Mr Fortune Casino - Player’s withdrawal has been delayed and account closed.

I made a deposit and got a 7$ bonus, I did all the wagering requirements and the money went into my real money balance etc, I then made a withdrawal request of 430 and sent all my info off for them to verify which it did, days go by and I received no deposit free spins while my withdrawal was still in progress I used those and then they emailed saying I can’t get it out because the max limit of free spins is 100$, but I didn’t win that money off free spins and I had made the request days before from depositing. Its been like over a week and they won’t email me back I haven’t even received the 100$ I got pissed and closed my account so now I’m unsure if I can even get it back because I can’t login to request all my history to prove it

Dear Harmzxo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Mr Fortune Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly there was no max cashout associated with the match deposit bonus you received initially?
• Do I understand correctly there were no free spins associated with the initial bonus?
• How much have you deposited?
• Could you please share a more detailed timeline of events? When did you register in the casino, accept the bonus, finish wagering, complete verification, and receive the free spins?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

There was a max cash out of 500$ I can attach the bonus I received with the terms and conditions which I met all of it, i got it Wednesday last week accepted bonus and wagered it all that same night and made the withdrawal request verification was then completed Thursday or Friday, not 100% sure on that one. Then I got the email Monday saying I can’t get it out because of the cap being 100$

Update I got the $100 but still waiting to hear about the rest, still no email back from them about the other 330 they owe

Thanks for the update and your patience in the matter.

The bonus you specified suggests free spins were part of the 'Wealthy Wednesdays' bonus.

Were the free spins awarded 'days later' as initially suggested or initially as part of the Wealthy Wednesdays bonus only? (Were there 2 sets of free spins or only one?)

Thanks for your reply.

No I got those 7 free spins with that bonus, I didn’t win anything from them. And it has nothing to say those have a $100 limit anyway. I got no deposit free spins from login rewards days later which I won like 40 cents and which is when my withdrawal got denied

this is the generic response I got just saying the same thing they already have when I’ve explained multiple times my winnings were not from free spins but a deposit

Thank you very much, Harmzxo, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Harmzxo,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Mr Fortune Casino team,

Could you please check the player's issue and explain the situation in more detail?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru). It would be great if we could see the player's game logs and bonus/transaction history if it is not visible in the game logs.

Is it possible that disputed winnings were accumulated from the previous deposit bonus/bonus money and not free spins that were part of the deposit bonus or free spins that she used later, as the casino informed her?

Dear all,

Thank you for your patience while we were looking into the player's complaint.

We have checked our records as well as the player's relevant betting and transaction history in relation to her withdrawal of 430 NZD, and we found that, unfortunately, her request was not processed correctly.

We can confirm that the player claimed the following deposit bonus promotion, and the same is the source of her generated winnings: https://www.mrfortune.com/en/promotions/wealthy-wednesdays#tnc

As we have already processed a payment for 100 NZD, we will be reinstating the remaining 330 NZD and pay them to the player as soon as possible.

We would like to extend our sincere apologies for the occurred misunderstanding and any inconvenience caused by this.

Lastly, as the player has confirmed in this thread that she has closed (self-excluded) her account due to her frustration with this matter, in case she would like the account active again, we can assist her further upon request.

We appreciate your understanding and thank you for bringing this to our attention.

Should anything further be required for the resolution of this complaint, please feel free to let us know.

Best regards,

MrFortune

Thank you very much for your response and explanation, MrFortune team.

Dear Harmzxo,

At this point, I sincerely believe it should only be a matter of time before the payment of the rest of your winnings comes to you.

Please let us know as soon as you receive the payment or provide us with an update if there is anything we could help you with.

Looking forward to hearing from you.

Thank you guys for your help to sort this out. And thank you Mr fortune for finally sorting it out. Will update when I get the rest of it.

Mr Fortune I had emailed awhile ago to get my account opened back up so I could get information etc and didn’t hear back so it’s still closed at this point

Dear Harmzxo,

In order to assist you further with your request to remove the Self-Exclusion for your account, please send us an email directly to complaints@mrfortune.com stating the reason for your request as well as confirming why the Self-Exclusion was applied in the first place.

This will allow us to process your request more efficiently as well as in line with our procedures and applicable regulatory requirements.

Additionally, please ensure to review our Responsible Gaming page in regard to applying Self-Exclusion.

Should anything further be required, please let us know.

Best regards,

BooCasino

Thank you for your replies, guys.

Dear Harmzxo,

Please inform us once the payment is successfully credited to your payment method. Do I understand correctly you have already received the disputed funds?

Feel free to let us know about any news regarding your account re-activation. However, I am not sure how we could help you with that issue since the casino has the right to close any account without providing a reason if the remaining balance is completely paid out, and they have also a Responsible Gambling policy. So, after you contact the casino with all the requested information and details that the casino representative mentioned above, it is only at the casino's discretion whether they reactivate your account or not.

Yes received funds today thank you very much for your help. I’m not too worried about my account as this point, was too much hassle trying to get this. Don’t want to go through it again. Thank you again

Dear Harmzxo,

We are sorry to hear of your decision.

If you wish to reactivate your account in the future, please do not hesitate to contact us at any time.

We once again apologize for the inconvenience caused and we are happy to have been able to resolve the raised issue for you.

Dear Casino Guru,

Thank you for your assistance in resolving this complaint.

Should anything else be required from our side, just let us know.

Best regards,

MrFortune

What great news, Harmzxo!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Now it is up to you how you decide regarding your account reactivation and the casino's decision after following their instructions for reopening above.

Thank you very much, MrFortune Casino Team, for your help and cooperation!

Only an additional note, Harmzxo - as you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Branislav, Casino.guru